Unable to open "Manage Attachments" link in the RITM (sc_req_item) record.

[janindiadoc_1]

Customer has attached 24 attachments in the record which is a RITM (record in sc_req_item) table. When clicked on the Manage Attachments link nothing is happening and even if we click on the 24 count shown on the right hand side, the attachment popup is not opened. 

Verified the sys_attachment table and all the attachments are present in the table against this particular record. This is not happening for all records. There are two records where the customer has reported issue.

Screenshots attached. Please met me know if anyone face the same and got any solution for this.

[Amit Gujarathi]

HI @janindiadoc_1 ,
I trust you are doing great.

To address this issue, I recommend the following steps:

1. Check the system logs:

   • Access the ServiceNow instance as an administrator.
   • Go to the "System Logs" module.
   • Search for any related error or warning messages around the time the issue occurred.
   • Analyze the logs to identify any potential errors or clues that may indicate the cause of the problem.

2. Verify the system properties:

   • Go to the "System Properties" module.
   • Search for properties related to attachments, such as glide.attachment.max_number or glide.attachment.max_size.
   • Ensure that the values of these properties are appropriately configured to allow the number and size of attachments you expect to handle.

3. Review the UI policy and client script:

   • Access the RITM table's form view in the ServiceNow Designer.
   • Check if there are any UI policies defined for the form or client scripts that may be affecting the attachment functionality.
   • Look for any conditions or scripts that manipulate the attachment-related elements, and review them for potential issues.

4. Test in different browsers and devices:

   • Try accessing the affected records in different web browsers (e.g., Google Chrome, Mozilla Firefox, Microsoft Edge) to determine if the issue is specific to a particular browser.
   • Additionally, test the attachment functionality on different devices (e.g., desktop, laptop, mobile) to rule out any device-specific issues.

5. Check for customizations or third-party applications:

   • Identify if there are any customizations or third-party applications that interact with the attachment functionality.
   • Review any custom code or integrations that may be impacting the attachment behavior.
   • Disable any customizations temporarily to isolate the problem and identify the root cause.